How to show/hide fields on parent/child incident

[mkader]

Hello,

I need to hide certain fields on a parent incident only and am having lots of trouble doing this. I also need to change choice list on certain fields based on incident type selection (this is also only on the parent incident). 

Thanks!

[Mark Roethof]

Hi there,

Can you share what you've tried so far? You are mentioning having lots of trouble doing this, so guess you tried some things already?

I would imagine that you first have to define if it's a parent incident. You could do this with a display business rule performing a GlideRecord query to define if it's a parent or not, and pass a value like true/false to scratchpad.
Then with a onLoad Client Script, if the scratchpad is true, hide some fields.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[mkader]

Hey Mark,

Thanks for your response. Yes I have tried a few solutions. I am still new to ServiceNow and am having some trouble correlating business rules with client scripts.

I have a client script that sets a choice list based off of selection on the Incident Type field. This is currently working (for all incidents):

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading || newValue === '') {
      return;
   }

   var incType = g_form.getValue('u_inc_type');
   
	//modify choice list for Resolution based off of Incident Type
	if(incType == "Information") {
		g_form.clearOptions('u_selection');
		g_form.addOption('u_selection', '', '-- None --', '0');
		g_form.addOption('u_selection', 'No Information Provided', 'No Information Provided');
		g_form.addOption('u_selection', 'Information Missing', 'Information Missing');
	} else if(incType == "Response") {
		g_form.clearOptions('u_selection');
		g_form.addOption('u_selection', '', '-- None --', '0');
		g_form.addOption('u_selection', 'Response needed', 'Response needed');
		g_form.addOption('u_selection', 'Add to Incident', 'Add to Incident');
	} 
   
}

I then tried to create a Business Rule that is set to run on "Display":

(function executeRule(current, previous /*null when async*/) {

var grIncident = new GlideRecord('incident');
    grIncident.addQuery('parent_incident', current.getUniqueValue());
    grIncident.setLimit(1);
    grIncident._query();

if(grIncident.next()) {
   gs.addInfoMessage('PARENT!');
}

})(current, previous);

The Business Rule right now only displays the infoMessage for testing purposes. I'm lost at this point. I am not familiar with the scratchpad and how it works. How can I call the scratchpad in the client script? I tried another solution earlier that I deleted (can't remember what I did), but I got an error that said you cannot use server side scripts in a client script.

thanks!

[Mark Roethof]

Ah oke, when using the Business Rule I provided, in onLoad Client Script, you would have g_scratchpad.inc_parent available.

So you could start your onLoad Client Script with:

if(g_scratchpad.inc_parent == true) {
  <your code to hide fields / hide choices >
}

Or maybe g_scratchpad.inc_parent == "true" <-- so with quotes around true.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Mark Roethof]

Read about Display Business Rules and scratchpad in this Docs page:
https://docs.servicenow.com/bundle/newyork-application-development/page/script/business-rules/concep...

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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